Hodnocení kvality služeb kontaktních míst zdravotních pojišťoven

Abstract

Barchelor thesis comprises the development of the quality problems of health insurance centres. Assessment of qualiy service was performed by Mystery shopping method at two health insurance centres, the ČPZP and RBP. It describes there characteristics of the health insurance market and also thoroughly explained mystery shopping method. The barchelor thesis contains results of research, notification of mistakes and deficiencies in both health insurance centres in providing their services and possible suggestions for their solution.